ANVESHAK-International Journal of Management

Open Access Open Access  Restricted Access Subscription Access
Open Access Open Access Open Access  Restricted Access Restricted Access Subscription Access

Service Quality in Rural Healthcare Infrastructures of Jhargram District:An Explorative Insight with Demographic Contours


Affiliations
1 Research Scholar, Seacom Skills University, Bolpur, West Bengal, India
2 Assistant Professor, Department of Amity Institute of Information Technology, Amity University, Patna, Bihar, India
     

   Subscribe/Renew Journal


Indian healthcare system is occupied with the Primary health centres which serve its purpose at the ground level. The significance of Primary healthcare system lies with the approbation of serving the rural parts of India. The rural parts of India are also characterized by the hilly areas, marginalised as well as tribal sections of society. Though the primary healthcare outcome status has improved with change in output indices like life expectancy, infant mortality rate, estimated maternal mortality rate, but still it is faced with circumstantial and quintessential challenges. In light of these ground conditions, it is very indispensable to screen out the availability of the service quality available in the primary healthcare centres. This research is an expedient approach designed pragmatically to measure the perception of the patients towards the service quality delivered from the PHC’s. The service availability has been assessed with the relation of demographic categorization. The results obtained have suggested that major service quality dimensions as obtained after data redundancy are personnel quality and safety measures with lower mean and scores, infrastructure, clinical care, administrative procedures with higher mean scores. While accessing the relation with the demographic categorization, positive association of service quality dimensions have been obtained with age, educational qualification and with no significant association with gender. From the view of managerial implications, this study will help in fostering the rural healthcare infrastructure by reengineering the existing facilities through integration of findings obtained. The study will help in amalgamating the operations of the primary healthcare centres with a pre-eminent and resilient foundation.

Keywords

Infrastructure, Primary Health Centres, Rural Healthcare, Service Quality.
Subscription Login to verify subscription
User
Notifications
Font Size


  • Baltussen, R.M.P.M., Yé, Y., Haddad, S., & Sauerborn, R.S. (2002). Perceived quality of care of primary health care services in Burkina Faso. Health Policy and Planning, 2002, Vol. 17(1), pp. 42-48. Retrieved from http://doi.org/10.1093/heapol/17.1.42

  • Carman, J.M. (1990). Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions. Journal of Retailing, 1990, Vol. 66(1), pp. 33-55.

  • World Health Organization. Primary Health Care-Report of the International Conference on Primary Health Care. Geneva: WHO; 1978. Available from: http://www.who.int/publications/almaata_declaration_en.pdf

  • Health Promotion Glossary. Available from: http://www.who.int/hpr/NPH/docs/hp_glossary_en.pdf

  • Origin and evolution of Primary health care in India. Available from: http://www.whoindia.org/LinkFiles/Health_Systems_Development_Primary_Health_Care_Origin_and_Evolution_.pdf

  • Mission document, National Rural Health Mission. Available from: http://www.mohfw.nic.in/NRHM/Documents/Mission_Document.pdf

  • Nunnally, J. C. Vanishing individual differences just stick your head in the sand and they will go away. Journal of Instructional Psychology, 1976, Vol. 3, pp. 28-40. Google Scholar

  • Kumar, R., Kaur, M., Jha, P. (2009). “Universalizing access to primary health care in India”. Indian J Public Health, 2009, Vol. 53, pp. 22-7.

  • Primary health care: Current challenges and way forward. Available from: http://www.whoindia.org/LinkFiles/Health_Systems_

  • Pandve, H.T., Pandve, T.K. (2013). “Primary health care system in India: Evolution and challenges”. Int J Health Syst Disaster Manage, 2013, Vol 1(3), pp. 125-128. Available from: http://www.ijhsdm.org/text.asp?2013/1/3/125/129126

  • Rust, R.T. and Oliver, R.L. (1994). Service Quality: Insights and Managerial Implications from the Frontier. In: Rust, R.T. and Oliver, R.L., Eds., Service Quality: New Directions in Theory and Practice, Sage Publications, Thousand Oaks, 1-19. http://dx.doi.org/10.4135/9781452229102.n1

  • Agrawal, S., Deo, J., Verma, A.K., Kotwal, A. (2011). “Geriatric health: Need to make it an essential element of primary health care”. Indian J Public Health, 2011, Vol. 55, pp. 25-9.

  • Almujali, A.A., Alshehy, A.H., Ahmed, A., Ismail, M.F. (2009). “Assessment of enablement effect of consultation on patients attending primary health centers in Qatar”. Middle East J Family Med, 2009, Vol. 7, pp. 3-6.

  • Ganova-Iolovska, M., Kalinov, K., Geraedts, M. (2008). “Satisfaction of inpatients with acute coronary syndromein Bulgaria”. Health Qual Life Outcomes, 2008, Vol. 6, pp. 50.

  • Grönroos, C. (1984). “A Service Quality Model and its Marketing Implications”, European Journal of Marketing, Vol. 18 No. 4, pp. 3644. https://doi.org/10.1108/EUM0000000004784.

  • Prasanna, K., Bashith, M., Sucharitha, S. (2009). “Consumer satisfaction about hospital services: A study from the outpatient department of a private medical college hospital at Mangalore”. Indian J Community Med, 2009, Vol. 34, pp. 156-9.

  • Mendoza Aldana, J., Piechulek, H., Al-Sabir, A. (2001). Client satisfaction and quality of health care in rural Bangladesh. Bull World Health Organ, 2001, Vol. 79, pp. 512-7.

  • Iftikhar, A., Sirajud, D. “Patients′ satisfaction from the Health care services”. Available from: http://www.gjms.com.pk/files/Review%20 Vol-8-1.pdf

  • Rashmi, V.B. (2010). “Client satisfaction in rural India for primary health care- A tool for quality assessment”. Al Ameen J Med Sci, 2010, Vol. 3, pp. 109-14. consumer perceptions of service quality. Journal of Retailing, 1988, Vol. 64(1), pp. 12-40.

  • Patel, N. Evaluating the role of primary health centers in India. Available from: http://www.expresshealthcaremgmt.com/20050831/ruralhealthcare01.shtml

  • Rural health statistics in India 2011. Available from: http://nrhmmis. nic.in/UI/RHS/RHS%202011/RHS%202011%20Webpage.htm

  • Rural urban distribution of population, Census of India 2011 provisional population tables. Available from: http://censusindia.gov.in/2011-prov-results/paper2/data_files/india/Rural_Urban_2011.pdf

  • Zodpey, S. (2010). “Can primary health care reinvent itself to impact health care utilization”? Indian J Public Health, 2010, Vol. 54, pp. 556.

  • Carter, Y.H., Shaw, S., Macfarlane, F. (2002). “Primary care research team assessment: Development and evaluation”. Occas Pap R Coll Gen Pract, 2002, Vol. iii-vi, pp. 1-72.


Abstract Views: 458

PDF Views: 1




  • Service Quality in Rural Healthcare Infrastructures of Jhargram District:An Explorative Insight with Demographic Contours

Abstract Views: 458  |  PDF Views: 1

Authors

Bikram Prasad
Research Scholar, Seacom Skills University, Bolpur, West Bengal, India
Indrajit Ghosal
Assistant Professor, Department of Amity Institute of Information Technology, Amity University, Patna, Bihar, India

Abstract


Indian healthcare system is occupied with the Primary health centres which serve its purpose at the ground level. The significance of Primary healthcare system lies with the approbation of serving the rural parts of India. The rural parts of India are also characterized by the hilly areas, marginalised as well as tribal sections of society. Though the primary healthcare outcome status has improved with change in output indices like life expectancy, infant mortality rate, estimated maternal mortality rate, but still it is faced with circumstantial and quintessential challenges. In light of these ground conditions, it is very indispensable to screen out the availability of the service quality available in the primary healthcare centres. This research is an expedient approach designed pragmatically to measure the perception of the patients towards the service quality delivered from the PHC’s. The service availability has been assessed with the relation of demographic categorization. The results obtained have suggested that major service quality dimensions as obtained after data redundancy are personnel quality and safety measures with lower mean and scores, infrastructure, clinical care, administrative procedures with higher mean scores. While accessing the relation with the demographic categorization, positive association of service quality dimensions have been obtained with age, educational qualification and with no significant association with gender. From the view of managerial implications, this study will help in fostering the rural healthcare infrastructure by reengineering the existing facilities through integration of findings obtained. The study will help in amalgamating the operations of the primary healthcare centres with a pre-eminent and resilient foundation.

Keywords


Infrastructure, Primary Health Centres, Rural Healthcare, Service Quality.

References





DOI: https://doi.org/10.15410/aijm%2F2020%2Fv9i1%2F149821